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Genesys GCX-AI-GPE Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Conversational AI and Automation | - Bot and virtual agent integration
|
| Genesys Predictive Engagement (GPE) | - Configuration and behavior tracking
|
| AI & Customer Experience Fundamentals | - AI-driven customer engagement concepts
|
| Integration and Implementation | - Genesys Cloud CX ecosystem integration
|
| Data, Analytics, and Governance | - Reporting and optimization
|
| Genesys Predictive Routing (GPR) | - AI-based routing logic
|
Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
In a GPR comparison test, what does the system evaluate?
Response:
- A. Performance of GPR versus existing routing method
- B. Skill proficiency levels
- C. Agent salary and bonuses
- D. Differences in queue wait times
Which evaluation method in Predictive Routing uses agent-level performance and contact attributes to optimize decisions?
Response:
- A. Outcome-Based Evaluation
- B. Queue Time Reduction
- C. Conversation History Matching
- D. Routing Script Overrides
Which two types of engagements can action maps initiate?
(Choose two)
Response:
- A. Email routing
- B. Web chat
- C. Agent voicemail
- D. Content offer
Which types of events can contribute to a visitor's journey record in Genesys Predictive Engagement?
Response:
- A. Only events that involve a live agent
- B. Database schema updates
- C. Website behaviors like clicks and form submissions
- D. Only system-generated call logs
Where can agents find predictive scores about a visitor's likelihood to achieve a defined business outcome?
Response:
- A. In the Messenger Admin Panel
- B. Inside the Workforce Management dashboard
- C. Under "Agent Scripts"
- D. Within the Journey Panel in the agent UI
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